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5 Service Delivery Manager Resume Examples & Guide for 2024

Your service delivery manager resume must showcase a robust understanding of customer relationship management. Include concrete examples of your ability to maintain high satisfaction levels. Demonstrate your expertise in managing service teams by highlighting your leadership roles and achievements. Detail your success in implementing process improvements that increased efficiency and reduced costs.

All resume examples in this guide

As a service delivery manager, articulating the breadth of your managerial experience and customer service achievements on a resume can be challenging. Our guide provides clear strategies and examples to help you succinctly highlight your leadership skills and service delivery successes, ensuring your resume stands out to potential employers.

Get to know the basics and unique insights to writing your service delivery manager resume from our experts. In this article, we'll show you how to:
  • Apply best practices from professional resumes to spotlight your application;
  • Quantify your professional experience with achievements, career highlights, projects, and more;
  • Write an eye-catching service delivery manager resume top one-third with your header, summary/objective, and skills section;
  • Fill in the gaps of your experience with extracurricular, education, and more vital resume sections.

We've selected, especially for you, some of our most relevant service delivery manager resume guides. Getting you from thinking about your next career move to landing your dream job.

Enhancing your service delivery manager resume: format and layout tips

"Less is more" - this principle is key for your service delivery manager resume design. It emphasizes the importance of focusing on why you're the ideal candidate. Simultaneously, it's crucial to select a resume design that is both clear and simple, ensuring your qualifications are easily readable.

Four popular formatting rules (and an additional tip) are here to optimize your service delivery manager resume:

  • Listing experience in reverse chronological order - start with your most recent job experiences. This layout helps recruiters see your career progression and emphasizes your most relevant roles.
  • Including contact details in the header - make sure your contact information is easily accessible at the top of your resume. In the header, you might also include a professional photo.
  • Aligning your expertise with the job requirements - this involves adding essential sections such as experience, skills, and education that match the job you're applying for.
  • Curating your expertise on a single page - if your experience spans over a decade, a two-page resume is also acceptable.

Bonus tip: Ensure your service delivery manager resume is in PDF format when submitting. This format maintains the integrity of images, icons, and layout, making your resume easier to share.

Finally, concerning your resume format and the Applicant Tracker System (ATS):

  • Use simple yet modern fonts like Rubik, Lato, Montserrat, etc.
  • All serif and sans-serif fonts are friendly to ATS systems. Avoid script fonts that look like handwriting, however.
  • Fonts such as Ariel and Times New Roman are suitable, though commonly used.
  • Both single and double-column resumes can perform well with the ATS.

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Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

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Traditional sections, appreciated by recruiters, for your service delivery manager resume:

  • Clear and concise header with relevant links and contact details
  • Summary or objective with precise snapshot of our career highlights and why you're a suitable candidate for the service delivery manager role
  • Experience that goes into the nuts and bolts of your professional qualifications and success
  • Skills section(-s) for more in-depth talent-alignment between job keywords and your own profile
  • Education and certifications sections to further show your commitment for growth in the specific niche
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What recruiters want to see on your resume:

  • Experience in leading and managing service delivery teams, with a track record of achieving SLA compliance and high customer satisfaction.
  • Strong understanding of ITIL processes and experience in IT service management, including incident, problem, change, and capacity management.
  • Demonstrated ability to manage complex projects and drive continuous improvement in service delivery operations.
  • Expertise in stakeholder management, with robust communication and relationship-building skills to interact effectively with clients and cross-functional teams.
  • Experience with service delivery metrics and reporting, including the ability to analyze data to inform decision-making and improve service quality.

Quick guide to your service delivery manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for service delivery manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

  • The perfect number of bullets you should have under each experience item is no more than six;
  • Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
  • List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
  • Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
  • Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your service delivery manager experience section, get some ideas from real-world professional resumes:

Work Experience
Senior Service Delivery Manager
  • Led a cross-functional team of 25 to provide top-tier IT service delivery, consistently achieving 98% customer satisfaction for managed IT services.
  • Implemented a new ITIL framework that increased service efficiency by 20%, reduced costs by 15%, and improved ticket resolution times by 30%.
  • Drove the adoption of a knowledge management system that reduced repeat incident volume by 40%, empowering clients with self-service tools and resources.
Work Experience
Client Service Delivery Manager
  • Initiated and managed a service delivery overhaul that led to a 50% improvement in SLA compliance across all client accounts.
  • Negotiated strategic partnerships with software vendors, resulting in cost savings of $1M annually while enhancing service capabilities.
  • Spearheaded a customer-centric initiative that reduced churn by 30% through personalized account management strategies.
Work Experience
Cloud Service Delivery Manager
  • Managed a portfolio of cloud services, successfully orchestrating the migration of over 500 enterprise users to a new cloud platform within a 6-month timeframe.
  • Improved team productivity by 25% by streamlining project management processes and implementing agile methodologies.
  • Championed a cybersecurity strategy that mitigated risk and safeguarded client data, achieving a 99.9% security compliance rate.
Work Experience
IT Service Delivery Manager
Cisco Systems
  • Increased profitability by optimizing service delivery processes, leading to a 20% reduction in operational expenses and a 15% increase in profit margins.
  • Cultivated a culture of continuous improvement, which encouraged team members to contribute ideas, resulting in a 35% improvement in process efficiency.
  • Developed and managed a successful vendor management system that improved service levels and reduced vendor-related issues by 25%.
Work Experience
Global Service Delivery Manager
Oracle Corporation
  • Oversaw a significant IT infrastructure transition for global operations, ensuring zero downtime and seamless service continuity for over 10,000 end users.
  • Established a benchmarking system for monitoring service delivery performance, leading to a consistent year-on-year improvement in key performance indicators.
  • Launched a comprehensive training program for service delivery staff that enhanced skill sets and improved team versatility in handling complex client issues.
Work Experience
Technology Service Delivery Manager
Dell Technologies
  • Directed a digital transformation project for service delivery models, integrating AI and ML solutions that resulted in 40% faster incident response times.
  • Collaborated with engineering teams to tailor bespoke IT solutions, enhancing client satisfaction and leading to a 20% increase in contract renewals.
  • Fostered a customer-first approach within the service delivery team, setting high standards for communication that led to a top Net Promoter Score (NPS) in the company's history.
Work Experience
Financial Service Delivery Manager
Hewlett Packard Enterprise
  • Managed service delivery for high-value projects with annual budgets exceeding $2M, ensuring all objectives were met on time and under budget.
  • Led a successful service redesign for a major financial client, enhancing system reliability and customer transaction speeds by over 60%.
  • Pioneered a remote monitoring and management service, providing proactive maintenance and support, reducing average system downtime by 75%.
Work Experience
Enterprise Service Delivery Manager
  • Orchestrated the service delivery team during a merger, seamlessly integrating processes and personnel while retaining 98% of the client base.
  • Developed an innovative approach to service delivery metrics reporting, enhancing transparency and client trust which resulted in a 50% increase in client referrals.
  • Headed a cultural change initiative focused on service excellence, raising employee engagement scores by 30% and decreasing staff turnover by 15%.

Quantifying impact on your resume

  • Highlight specific metrics that demonstrate efficiency improvements in service delivery processes you have managed.
  • Detail the percentage reduction in customer service issues due to initiatives you implemented.
  • Specify the exact budget you've managed and how you've optimized spend for service delivery projects.
  • Illustrate the number of cross-functional teams you've led and the outcome of those collaborations.
  • Quantify the increase in customer satisfaction or Net Promoter Score (NPS) under your management.
  • Show the reduction in service delivery times and how it improved client engagement.
  • List the number of service delivery projects completed on time and within budget.
  • Document any significant growth in service capacity or capability due to your strategic planning.

Action verbs for your service delivery manager resume

The Enhancv team went through thousands of service delivery manager resumes that have helped people get hired at their dream companies. Here are some of the best power words used by these top applicants:
Read The Guide

What to do if you don't have any experience

It's quite often that candidates without relevant work experience apply for a more entry-level role - and they end up getting hired.

Candidate resumes without experience have these four elements in common:

  • Instead of listing their experience in reverse-chronological format (starting with the latest), they've selected a functional-skill-based format. In that way, service delivery manager resumes become more focused on strengths and skills
  • Transferrable skills - or ones obtained thanks to work and life experience - have become the core of the resume
  • Within the objective, you'd find career achievements, the reason behind the application, and the unique value the candidate brings about to the specific role
  • Candidate skills are selected to cover basic requirements, but also show any niche expertise.
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Showcase any ongoing or recent educational efforts to stay updated in your field.

Service Delivery Manager skills and achievements section: must-have hard and soft skills

A key principle for your Service Delivery Manager resume is to prominently feature your hard skills, or the technologies you excel in, within the skills section. Aim to list several hard skills that are in line with the job's requirements.

When it comes to soft skills, like interpersonal communication abilities and talents, they're trickier to quantify.

Claiming to be a good communicator is one thing, but how can you substantiate this claim?

Consider creating a dedicated "Strengths" or "Achievements" section. Here, you can describe how specific soft skills (such as leadership, negotiation, problem-solving) have led to concrete achievements.

Your Service Delivery Manager resume should reflect a balanced combination of both hard and soft skills, just as job requirements often do.

Top skills for your service delivery manager resume:

ITIL Framework

Project Management

Service Level Agreement (SLA) Management

Customer Relationship Management (CRM)

Business Process Improvement

Supply Chain Management

Report Writing and Analysis

IT Service Management (ITSM)

Risk Management

Budgeting and Financial Management





Decision Making


Time Management

Customer Service

Conflict Resolution



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List your educational qualifications and certifications in reverse chronological order.

Your resume education section is crucial. It can indicate a range of skills and experiences pertinent to the position.

  • Mention only post-secondary qualifications, noting the institution and duration.
  • If you're still studying, highlight your anticipated graduation date.
  • Omit qualifications not pertinent to the role or sector.
  • If it provides a chance to emphasize your accomplishments, describe your educational background, especially in a research-intensive setting.

Recruiters value service delivery manager candidates who have invested their personal time into their professional growth. That's why you should include both your relevant education and certification . Not only will this help you stand out amongst candidates, but showcase your dedication to the field. On your service delivery manager resume, ensure you've:

  • Curated degrees and certificates that are relevant to the role
  • Shown the institution you've obtained them from - for credibility
  • Include the start and end dates (or if your education/certification is pending) to potentially fill in your experience gaps
  • If applicable, include a couple of job advert keywords (skills or technologies) as part of the certification or degree description

If you decide to list miscellaneous certificates (that are irrelevant to the role), do so closer to the bottom of your resume. In that way, they'd come across as part of your personal interests, instead of experience. The team at Enhancv has created for you a list of the most popular service delivery manager certificates - to help you update your resume quicker:

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The top 5 certifications for your service delivery manager resume:

  1. Project Management Professional (PMP) - Project Management Institute (PMI)
  2. Information Technology Infrastructure Library (ITIL) Foundation Certification - AXELOS
  3. Certified ScrumMaster (CSM) - Scrum Alliance
  4. PRINCE2 Foundation/Practitioner - AXELOS
  5. Lean Six Sigma Green Belt (LSSGB) - International Association for Six Sigma Certification (IASSC)
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Showcase any ongoing or recent educational efforts to stay updated in your field.

The service delivery manager resume summary or objective: integrating keywords, achievements, and more

Deciding whether to include a resume summary or an objective in your service delivery manager resume is crucial. Both serve as key introductory elements at the top of your resume, encapsulating your profile in up to five sentences and incorporating relevant keywords from the job advert.

Here are the key differences between the two:

  • The resume summary focuses on aligning your achievements and experience with the job requirements. It provides recruiters with a snapshot of your expertise, helping you stand out as an ideal candidate for the role.
  • The resume objective, on the other hand, centers on your career goals and aspirations, detailing how the role aligns with your career progression. It's particularly suitable for candidates with less professional experience or those new to the job market.

Below are examples demonstrating best practices in utilizing the resume summary and/or objective to make a strong first impression with your service delivery manager resume.

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Resume summaries for a service delivery manager job

  • Seasoned Service Delivery Manager with over 12 years of experience in IT infrastructure management, bringing forth a proven track record of implementing efficient service delivery processes that enhance client satisfaction. Expert in leading cross-functional teams and managing a portfolio of high-value accounts, with a notable success in reducing response times by 30% at TechGenius Inc.
  • Dedicated professional transitioning from a successful 10-year career in project management within the construction industry to service delivery. Leveraging exceptional coordination skills and an MBA in Operations Management to drive service excellence and build resilient systems for a tech-driven service environment. Recognized for leading a project that won the ‘Innovation in Design’ award for Green Buildings in 2018.
  • Dynamic leader aiming to contribute over 8 years of experience in customer service management to the tech sector as a Service Delivery Manager. Expertise in strategic planning, resource allocation, and service optimization, with a commendable accomplishment of elevating customer retention by 20% within a competitive retail landscape through meticulous service delivery enhancements.
  • Former military officer eager to apply strategic thinking and discipline acquired through 15 years of exemplary service to the field of service delivery. Exceptional at managing high-stake situations and coordinating complex operations, eager to apply stringent efficiency standards and leadership skills to streamline service delivery processes in a high-tech business setting.
  • Eager to leverage extensive customer engagement experience and passion for technology to ensure seamless service delivery in a dynamic start-up environment. With no prior managerial background, the focus is on bringing fresh perspectives, unwavering commitment to client satisfaction, and adaptability to fast-paced changes, aspiring to drive growth through exceptional service standards.
  • Recent graduate with a Master’s degree in Business Administration, specializing in IT Management, aspiring to implement academic knowledge and fresh insights into delivering superior services. Keen on developing expertise in managing client relationships and operational processes, while actively contributing to a team focused on enhancing service delivery outcomes.

Bonus sections for your service delivery manager resume

Looking to show more personality on your service delivery manager resume? Then consider including a couple of extra sections.

They'd benefit your application by highlighting your most prominent:

Key takeaways

  • Invest in a concise service delivery manager professional presentation with key resume sections (e.g. header, experience, summary) and a simple layout;
  • Ensure that the details you decide to include in your resume are always relevant to the job, as you have limited space;
  • Back up your achievements with the hard and soft skills they've helped you build;
  • Your experience could help you either pinpoint your professional growth or focus on your niche expertise in the industry;
  • Curate the most sought-after certifications across the industry for credibility and to prove your involvement in the field.
service delivery manager resume example

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Volen Vulkov
Volen Vulkov is a resume expert and the co-founder of Enhancv. He has written more than 500 resume guides and deep-dive articles on how to create your resume and cover letter, that inspire job applicants to make a resume to be proud of. His work has been featured in Forbes, Zendesk, HubSpot, and Business Insider, and cited by top universities and educational institutions, like Thunderbird School of Management, Rochester University, University of Miami, and Udemy. Volen applies his deep knowledge and practical experience to write about career changes, development, and how to stand out in the job application process.
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